Accenture-2016-North-America-Consumer-Digital-Banking-Survey.pdf

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1、2016NorthAmericaConsumerDigitalBankingSurveyBankingonValueRewards,Robo-AdviceandRelevanceBankingconsumersinNorthAmericawantitall—dealsanddiscounts,convenience,relevanceandbankingcustomerexperiencesthatcombinethelatestindigitalbankingwithhumaninteraction

2、.Consumerswillsharepersonaldatatogetwhattheywantandswitchbanksiftheydonot.Accenturesurveyedover4,000SurveyresultsalsoindicatethatconsumersintheUnitedStatesdigitalbankingisnotanall-or-andCanadaaspartofamulti-nothingproposition.Onlinebankingyearresearchin

3、itiativetrackingremainsthedominantchannel,consumerbankingattitudesandbutconsumersarenotabandoningbehaviors.Consumersstillwantthebranch.Theyareinterestedintocontroltheirbankingcustomerrobo-advice,buttheycravehumanexperiences,butthetermshaveinteractiontoo

4、.Thesedesiresarechangedsincelastyear.Today,notascontradictoryastheyseem.Inconsumersaremorefocusedonfact,theysignaljusthowpragmaticvalue.Thisisnotsosurprisingconsumersaretoday.Togettheconsideringtheeconomicclimate.valuetheywant,consumersdonotTheincomesqu

5、eezeonthealwayschoosethesamechannel.middleclass,andtheshiftfromInstead,theymakebankingchannelpensionsto401Kareamongthechoicesbasedontheirspecificneedsforcesinfluencingpeopletothinkatthetime.differentlyabouttheirfinancesanddoubledownongettingmoreforless.

6、2Fourkeyfindingsrevealthatbanksmustprovidevaluetocustomers—orrisklosingthem—anddeliverbankingcustomerexperiencesthatblurthelinesbetweenphysicalanddigitalsobankingiseasy,seamlessandrelevant.VALUERELATIONSHIPADVICEBRANCH4KEYFINDINGSHUNTINGFORVALUESWITCHIN

7、GISROBO-ADVICETHEBRANCHISHUNTINGFORVALUEISHOTISHOTSWITCHINGISNOTANOBSTACLENOTANOBSTACLEROBO-ADVICEISWELCOMEISWELCOMETHEBRANCHISALIVEANDWELLALIVEANDWELL45%11%46%87%ofconsumerssayofconsumersleftofconsumersareofconsumerswillusethetopreasonthattheirbankinth

8、epastwillingtobanktheirbranchesinthetheywouldstayloyalyear—andconsumerusingrobo-advicefuture—andwantisiftheirbankoffersswitchingtovirtualbanksinthefuture.humaninteractiondiscountsonpurchasesisatdouble-digitlevels.whentheygothere.